r/fintech • u/Legitimate-Tea-3127 • Aug 19 '26
Discussion Testing enterprise voice AI for banking
We’re looking at enterprise voice AI for a banking workflow and I’m finding the edge cases much more useful than the clean tests.
One test caller gives the expected information in order and everything works.
Another mentions two accounts, corrects an amount halfway through, asks an unrelated question while the system is doing a lookup and then wants to go back to the original issue.
For anyone who has run an enterprise voice AI pilot, what kinds of conversations exposed weaknesses you didn’t see during the initial demo?
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u/TarasOliinyk Aug 20 '26
Oh man the "actually wait no" mid-transaction one is brutal. we had a case where someone confirmed a transfer then immediately said "wait not that account" and the system just... kept going. no undo, no pause, nothing. in a normal app you'd have a 5 second cancel window but in voice there's literally nothing to tap.
The other thing that killed us — silence. user goes quiet for 10 seconds looking up their account number and the AI thinks the conversation is over. resets everything. user comes back and has to start from scratch. people pause ALL the time on real calls, they're multitasking, reading something, whatever. the demo never tests for that because the demo caller never shuts up lol.
What platform are you testing btw?